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Contracts Database

for Customer Experience Services

Track the pattern of service adoption by monitoring Customer Experience Services contract awards by your peers. Identify who are the successful vendors this industry now. Updated monthly!

These documents are available to logged in clients that have purchased access to this program.

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Sutherland Global Services in Customer Experience Services

Find here the NelsonHall Research related to within the Customer Experience Services program

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This vendor is not part of the KVA program

Healthcare Payer Operations Transformation 2024

published 2024-07-30 | Project by Bilal Chaudhry

This NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering healthcare payer services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability in member engagement services & enrollment, claims management/administration, provider management/administration & network management, and care management & wellness services. Vendors evaluated for this NEAT are: Cognizant, Concentrix, Conduent, DXC Technology, Eviden, Exela Technologies, Firstsource, Genpact, Infosys, Mphasis, Sutherland, Viaante, Wipro, and WNS. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].
view NEAT report all Customer Experience Services NEAT reports about NEAT

Published reports:

published reports related to Sutherland Global Services within the Customer Experience Services program

  • Sutherland Global Services - Multi-Channel CMS

    Dec 20, 2013 | Vendor Analysis by NelsonHall Analyst

    Sutherland developed its multi-channel capability in-house. This initially started in the early 90s, when white mail was used as a follow-up to voice interactions, for clients in the BFSI sector. In the mid-90s, a portion of these follow-ups were moved to email. Sutherland then introduced chat services in 2005. [...]
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  • Sutherland Global Services - Customer management services

    Nov 07, 2012 | Vendor Analysis by NelsonHall Analyst

    This NelsonHall vendor assessment analyzes Sutherland's offerings and capabilities in Customer Management Services. Sutherland is one of a number of Customer Management Services companies analyzed in NelsonHall's comprehensive industry analysis programs. [...]
    view this reportdownload abstract
find all available reports on Sutherland Global Services

Discover the benefits of the CMS program

NelsonHall's Customer Management Services program supports you in enhancing your organization's sourcing performance. It will help you to:

  • Analyze how contact center outsourcing can be applied to your organization
  • Assess the scope of customer services that can be outsourced and why
  • Quantify the benefits and risks associated with outsourcing processes within your customer service function
  • Identify the most appropriate vendors and understand their individual philosophies, approaches and delivery capability
  • Learn from the experience of other organizations in your sector that have already outsourced elements of their customer handling and analytics functions
  • Keep abreast of changing delivery approaches within customer mangement services.


It also provides expert support to customer management services vendors, specifically business development and marketing personnel, helping them to:

  • Increase bid success through improved positioning of proposals against client requirements
  • Maintain the competitiveness of current service offerings
  • Identify emerging requirements and service opportunities
  • Track key developments within the CMS marketplace, including contract awards and new service announcements
  • Understand the strategies and capabilities of potential bid partners through access to detailed customer management services vendor assessments.
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